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Business Profile

Windshield Repair

DECO Windshield Repair

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Windshield Repair.

Complaints

This profile includes complaints for DECO Windshield Repair's headquarters and its corporate-owned locations. To view all corporate locations, see

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DECO Windshield Repair has 7 locations, listed below.

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    Customer Complaints Summary

    • 110 total complaints in the last 3 years.
    • 35 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:27/05/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      DEBITING MY BANK ACCOUNT FRAUDULENTLY, I HAVENT USED AND I WANT REIMBURSEMENT, AND FOR THEM TO HAVE NO RECORD OF ME. THIS SHOULD BE LOOKED INTO AND COMPANY HELD ACCCOUNATBLE. I HAD A REPAIR DONE IN 2022 AND HAVE ALREADY HAD ONE REFUND FROM A TRANSACTION THEY MADE. FOR THE SUBSCRIPTION SCAM. THIS HAS TO STOP .

      Business Response

      Date: 27/05/2024

      Hi ******,

      Sorry for the frustration you have experienced. I see that on May 27 your repair plan was cancelled and you were given a full refund. 

      I apologize if it wasn't explained to you that on Aug 17, ******************************************************** many members being charged for a renewal. This was an error and you were fully refunded. 

      Your plan has been cancelled, your credit card fully refunded, and I have deleted your credit card from your DECO account to prevent any further charges. 

      Please know that sometimes the refund can appear as an additional charge until is FULLY processed. Its annoying but it happens sometimes. This is not something we can control. Certain credit card companies process the refund this way. I can assure you it is a refund. Please give it a full 5-10 business days for it to be fully credited to your account but do let us know if you dont see it after that. I promise we will get you taken care of.

      Again, sorry for the hassle. i hope this resolves your issues.

      Customer Answer

      Date: 29/05/2024

       
      Complaint: 21760429

      I am rejecting this response because:This is the second time in 2yrs you have blamed this on a glitch and supposedly removed my information from your system.if this was done I couldn't have been charged again. This excuse is not viable.

      I have however received a credit for *** 27th.


      Sincerely,

      ***********************

    • Initial Complaint

      Date:21/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 18 2024 , one of your DECO specialist who was supposed to fix a one chip on my car front shield glass, the work was carried out as per the annual service membership.. Not sure what went wrong with him maybe he made more pressure, but while he was working he cracked out the front shield glass resulting one foot long crack on the glass .Now the front glass got damaged with new 1 foot crack , so it got damaged instead of fixing it .The glass needs to be replaced , this is a genuine WV glass for my 2017 VW Tiguan , and they need to take care of the cost of replacing the glass . Glass price is 592$.

      Business Response

      Date: 22/05/2024

      Hi Saad,

      I see that your emails have been forwarded to our operations team. Someone will be in contact in the next day or so. Please note that you emailed us and filed your BBB complaint on Saturday May 18...on a long weekend. Our team began working on this the first day after the holiday when everyone was back in the office. 

      I will follow up with the team and make sure someone contacts you by Thursday May 23. We stand by our service and will do what we can to make this right for you.

      Customer Answer

      Date: 23/05/2024

      No one contacted me as of May 23 from the company to resolve or suggest a solution to the complain.

    • Initial Complaint

      Date:21/05/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 20, 2024 an auto renewal was taken out of my account. There had been no previous communication about this except on the day of. I was never made aware there would be an automatic renewal and I have not give authorization for Deco to take funds out of my account. When I tried calling I was on hold for 20 minutes then was told I was calling outside business hours. I was also unable to cancel the subscription online.

      Business Response

      Date: 22/05/2024

      Hi ********,

      I apologize for the inconvenience and frustration youve experienced. I understand how upsetting it can be to deal with unexpected charges and long wait times.

      I have looked into your account and want to let you know that Ive cancelled your plan, refunded the $94.45 to your credit card, and deleted the card on file to prevent any further charges. Please know that sometimes it can appear as an additional charge until is FULLY processed. Its annoying but it happens sometimes. I can assure you it is a refund. Please give it a full 5-10 business days for it to be fully credited to your account but do let me know if you dont see it after that. I promise we will get you taken care of.

      Im sorry for any confusion caused by the auto-renewal emails. Sometimes these emails can end up in spam folders.

      Regarding your call and emails on May 20, Victoria **** our office was closed due to the statutory holiday. Your request was processed as soon as we returned to the office.

      If you need any further assistance or have any other questions, please feel free to reach out.

    • Initial Complaint

      Date:17/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 16th I stopped at a local Deco windshield repair stand to repair a stone bruise in my windshield. I have an SGI package policy on my vehicle where I get two free stone bruise repairs per year. In the past I had gone to these Deco repair stands and had them handle my insurance claim and they would repair the windshield and then direct bill my insurance for the repair. I had the same intent this time I pulled up to the repair stand. However the worker from Deco at the stand said that they do not direct bill SGI anymore but that I would have to pay up front and then seek reimbursement from SGI. He then said that he "guarantees" that SGI would reimburse me for the stone bruise repair if I had a package policy. So I agreed to have them repair it and paid the $105.45 charge. The worker (***) then stated that his digital invoicing system was not working properly so I would have to contact his supervisor (*****) to get an invoice/receipt mailed to me over email in a few days. He gave me his supervisors cell number and I immediately texted the supervisor to ask for the receipt/invoice. A few days went by and I received no response from the supervisor and still had no invoice/receipt. I have tried numerous times since then to get a hold of the supervisor by phone and text to get a receipt/invoice but no one will return my queries. In the meantime , I also called SGI and they said that they would not accept a receipt from this business because they weren't an accredited SGI supplier of the service. So my complaint is for two reasons: The worker at the stand mislead me to believe that my service would be covered by SGI through them if I applied for reimbursement from SGI and 2. I have yet to receive any receipt or invoice from the company for the service performed on the vehicle. I have attached a copy of my credit card statement showing the charge and the date. I am seeking a refund from the company as they guaranteed I would be reimbursed and I wasn't

      Business Response

      Date: 23/05/2024

      Hi ******. I have searched our email but I do not see any communication from you regarding this situation. I have sent your complaint to our Operations Team. Someone will respond via the email address you have used here. Please reach out to ************************************ if you are not contacted by May 27. 

    • Initial Complaint

      Date:16/05/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I believed I had cancelled my annual renewal online via their Member portal only to find that my credit card has been charged regardless. According to their portal there is "no coverage" on my vehicle yet they emailed me an invoice indicating otherwise. I have tried to call their office to see if they can help resolve this issue but there is no one answering the phone - only an automated menu message that puts you on hold, only to have the call cut off. I have also emailed them with no response either.

      Business Response

      Date: 22/05/2024

      Hi *******,

      My apologies for the hassle. I have looked into your account and you did indeed cancel your repair plan however because it was on the same day the charge went through. We always give a full refund for repair plan renewals when requested within 30 days. We do send reminder emails leading up to the renewal date but sometimes these go to spam folders. 

      I have confirmed your plan has been cancelled, refunded your credit card for $94.45, and deleted the credit card to prevent further charges.

      Please know that sometimes it can appear as an additional charge until is FULLY processed. Its annoying but it happens sometimes. I can assure you it is a refund. Please give it a full 5-10 business days for it to be fully credited to your account but do let me know if you dont see it after that. I promise we will get you taken care of.

      Please let me know if you need any further assistance.

      Customer Answer

      Date: 23/05/2024

      I am uncomfortable with the supposed "refund" that **** says they have issued as it currently appears as an additional charge on my credit card statement; and I am to give it five to ten business days for it to magically become a refund?  I am concerned that if I do wait for this five to ten day period and the "refund" actually remains as an additional charge then I will in effect be charged $94.45 TWICE and have to go through the whole process again of trying to reach out to Deco, who as of now still does not answer their phone calls.  Should it be the case that refunds do not appear as refunds and that a customer needs to wait and see if it happens?  I hope you understand my concern regarding how according to my credit card company, I am paying $94.45 twice to Deco for a service plan that I did not wish to renew or have.

      Business Response

      Date: 25/05/2024

      The customer was told this might happen. This is not DECO's doing. It is the way the customer's credit card processes a refund made through Stripe. There is nothing we can do about it and it is indeed a refund. 

       

      Customer Answer

      Date: 28/05/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *********************************

    • Initial Complaint

      Date:14/05/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company has twice tried to put through a $90 charge for services we did not sign up to receive. They need to stop attempting to charge our MasterCard (fortunately, it was an old, inactive card).

      Business Response

      Date: 22/05/2024

      Hi *******,

      I apologize for the frustration this is causing. I attempted to locate your account. I might have found it under your husband's (?) name/email address. I do not see any emails from either of you regarding this. Our repair plans renewals are automatically processed which is why there were two attempts to charge your card. 

      Please send an email to ************************************ I will make sure this is taken care of. 

    • Initial Complaint

      Date:13/05/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have cancelled the renewal of DECO Windshield Repair a long time ago, but they still charged the annual fee,62.96CAD, my ID: ***************. Even my account membership is showing as expired right now. I dont need to renew at all, I tried to contact them via email and phone many times, but no response. I have seen the comments that I have encountered the same problem what happened to lots of other customers. Disorderly deduction of fees, no one to deal with, such a company is difficult to make people trust again. Hope they give us a full refund and a promise not to automatically deduct again. Thanks for your help.

      Business Response

      Date: 22/05/2024

      Hi ***,

      I'm sorry for the hassle this has been for you. We are aware of the phone issue and are taking steps to increasing our call center team. 

      I have confirmed that your repair plan has been cancelled and deleted the credit card to prevent further charges. I see that your were given a full refund on May 14. 

      Please know that sometimes it can appear as an additional charge until is FULLY processed. Its annoying but it happens sometimes. I can assure you it is a refund. Please give it a full 5-10 business days for it to be fully credited to your account but do let me know if you dont see it after that. I promise we will get you taken care of.

      Please let me know if you need any further assistance.

    • Initial Complaint

      Date:10/05/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a small chip in my windshield. It was smaller than the size of a nickel maybe about the size of a dime. My boyfriend suggested that I go to one of the Deco Windshield Repair tents that are always set up around the city. I found one at *************************** and there was a young woman working there and I asked her about how much it would be to fix the chip. She said it would be 95 to fix the one chip or it would be $115 if I wanted to package so that the next time I had a chip I could come back and it would be free. So with the information provided I decided that I would spend the extra $20 in case I got another chip and chose the $115 package. I then asked her if this was covered under MPI and she told me I could take this receipt to any autopac and fully reimbursed. After she finished fixing the chip she took all my information down on the iPad and then there was an issue with their system and she was taking forever. But she got all my information and my credit card number and then eventually when the transaction was finished, she said I would get a copy of the receipt to my email right away. So I left and went shopping and kept checking my phone for the next 20 minutes for my receipt. I didnt get my receipt And looked on their website to call someone about it and went on their website. I saw their price structure, which said $65 for a chip under the size of a nickel. So I decided to go back to the woman who fixed my chip and questioned her about my receipt and about the price change and then she told me that I had a more advanced crack Which is why it was $95. I questioned that because it didnt state that anywhere on the website. I asked about my receipt and she said that their system was down and I would have to call. I emailed customer service and got a response three days later saying that my account had an IT issue and that they wouldnt know when it would be resolved And he said that my bill shows a $65 fix but I chose the $115 pkgmore info

      Business Response

      Date: 22/05/2024

      Hi *******,

      I have looked into your issue and see that one of our customer service agents responded on May 15. Please see below. 

      A complication with all of this is that three different versions of your email address have been used including icloud, gmail, and hotmail. One of those emails was used for the repair and that email has been blocked. I have sent you a new email asking for which one should be used on your account. Once we have confirmed which email address to use we will hopefully be able to fully resolve the issue.

      Hello *******,
       
      I'm sorry for the trouble with this. We have had our manager for the region review this and they are addressing this specifically with the site operator. We have sent your receipt out now and you should receive that copy shortly. From the information we have gathered on our end from our investigation the operator made an error and did not indicate on the invoice the correct discount that was applied. The quoted damage of $95 was the cost for the chip itself and a discount was offered with the addition of the plan that covered the cost of the additional resin the chip required. So your invoice should have displayed a chip repair for $65 additional resin for $30 and the plan for $50 with a $30 discount covering the additional resin. The site operator had mistakenly not included the additional resin and $30 discount which worked out to the correct price but did not show all the invoice items clearly. 
       
      Please let me know if there is anything else I can do for you.

    • Initial Complaint

      Date:08/05/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Windshield was repaired. I was quoted one charge ($155), but billed something very different ($235). I was auto-subscribed to an annual plan, which has no way to cancel - per website for phone call to Deco. I was not provided an itemized receipt until hours later via email, due to them being too busy at the time. They wanted me to get repaired and on my way quickly. Doing the invoicing/payments at a later date/time. When visiting the site I am told I have to deal with corporate that they cannot assist with this issue on site.

      Business Response

      Date: 23/05/2024

      Customer was given a refund for the errant charges on May 15. We apologize for the inconvenience. 

    • Initial Complaint

      Date:06/05/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi I am trying to cancel a repair plan that I never signed up for. Approx. 2 years ago I got a crack repair done and apparently without me knowing my debit/credit card was kept on file for a repair plan. I did not realize this until I noticed a charge on April 24-2024 of $73.45. I checked back further and seen I was also charged $104.95 on April 24-2023.Not only do I want to cancel but I would like my money back.I have tried calling the 866 number several times and nobody answers

      Business Response

      Date: 22/05/2024

      Customer issue was addressed via email. Our policy is to give a full refund for repair plan renewals that are requested within 30 days. ***** was given a full refund for the most recent charge. 

      Customer Answer

      Date: 22/05/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      I still  believe the initial charge of over $100 should have been credited as well as I never authorized this 

      Sincerely,

      ***************************

    DECO Windshield Repair is NOT a BBB Accredited Business.

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